GTI - Remote Desktop Support Technician - Bournemouth

Job description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Client Operations (CO) delivers measurable business value by providing core desktop technology solutions that meet business demand while realizing cost efficiencies. CO works with our Line of Business partners to develop standardized, resilient operating environments and implement a global technology strategy for the firm"s 200,000+ workstations and 40,000+ remote access users. We oversee important tasks, including: incident management, user management, security access and controls, work order management, media management, application and business data recovery, and disaster recovery.

Within the CO organization, the client operations team is responsible for the overall operations of client support services delivering effective and efficient support, owning and resolving the majority of operational issues and reducing escalations to other teams and working towards overall volume reduction.

The Global Remote Desktop Support Technician will provide support services for the various Line of Business locations, trading support and responsible for service support and delivery for JPMorgan Chase"s Global Technology Infrastructure (GTI). The standard work week will be 40 hours, with weekends, Holidays and additional hours as required. (Please ensure to follow regional employment hours).

Position responsibilities will include:

Production Support:

·Global Support for Remote Desktop technology platforms
·Effective queue and ticket management
·Packaged Software install using remote access tools
·Use collaboration tools (i.e. Instant Messaging, Outlook, etc.)
·Communicate with clients and follow-up on all open and pending tickets
·Escalate incidents to regional resources where necessary
·Achieve first-call resolution (FCR) in a timely manner
·Identify, communicate and document persistent problems
·Provide client training on application usage and best practices
·Look for service improvement and ticket reduction opportunities
·Ensure controls and policies are adhered to at all times
·Maintain a clean and resilient operating environment

General responsibilities:

·Meet and exceed metric requirements
·Maintain technical knowledge to keep up with rapid changes in technology
·Adhere to current policies and procedures
·Take a proactive approach to clients" requirements and identify recurring problems
·Use and contribute to knowledge management resources
·Share and document ideas, solutions, improvements and process efficiencies with team

Desired profile

·Considerabe Remote Desktop Support experience within a busy, high volume environment required

· Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, etc.), and Microsoft desktop applications (MS Office Suite, Outlook, MS Communicator, Lync)

·Proven commercial experience supporting PC"s, Laptops, servers and networks
·Knowledge of security technology, including local security, network security, application security a plus
·Experience configuring dial up configuration software and remote connection methods (cable modem, VPN, IE) required
·Proficient with Microsoft Windows 7, MAC and newer operating system required
·Advanced knowledge of desktop, server, printers, peripheral devices (i.e. Blackberry, iOS or Android technologies), client and connectivity technologies required
·Knowledge of Voice Communication Support (CISCO, Avaya telephony etc.) a plus
·Strong customer service, analytical, and problem resolution skills required
·Excellent interpersonal, written and verbal communications skills at all levels required
·Ability to be a team player, with strong organizational & time management skills
·Prior Financial and Trade Support experience a plus
·Market Data Services application (Reuters, Bloomberg, etc.) experience a plus
·Microsoft certification (MCP or MCSE) a plus